Support Engineer

• Provide advanced Level 3 technical support across a broad range of client environments.
• Troubleshoot and resolve complex Microsoft 365, Windows, infrastructure, networking, and security-related issues.
• Manage service desk tickets while maintaining high standards of documentation and ticket hygiene.
• Deliver Level 1, Level 2, and Level 3 support as required.
• Assist with project delivery, system implementations, client onboarding, and migration activities.
• Develop, maintain, and improve technical documentation, knowledge bases, and standard operating procedures.
• Identify opportunities to improve services through automation and operational efficiencies.
• Support the development and optimisation of internal systems and business processes.
• Act as a trusted technical advisor and escalation point, working closely with business leadership.
• Build strong customer relationships through proactive communication and strategic technology recommendations.
• Maintain regular communication with customers throughout the support lifecycle.
• Contribute ideas that support business growth, scalability, and continuous improvement.
• Stay up to date with emerging technologies and industry best practices.

IT Support Engineer

• Own customer-facing documentation: specifications, functional and technical requirements, SOPs, and runbooks.
• Produce clean, structured As-Is and To-Be process maps and workflow diagrams.
• Create visually clear design documents for AI Agents and automation workflows.
• Lead discovery and requirements gathering sessions across clients and internal teams.
• Translate business needs into detailed requirements, user stories, and workflows.
• Collaborate with US-based stakeholders — excellent English communication is essential.
• Improve documentation standards, templates, structure, and visual clarity.

Technical Business Analyst

• Resolve technical support requests within agreed service levels, delivering sustainable long-term solutions.
• Troubleshoot and support macOS, iOS, Windows desktop, and server environments.
• Follow established support processes and escalate issues where appropriate.
• Maintain clear and proactive communication with clients throughout the support lifecycle.
• Monitor client environments to identify risks, performance concerns, and compliance issues.
• Build strong client relationships through professional and proactive engagement.
• Act as a trusted technical contact for support-related matters.
• Assist with onboarding and offboarding activities.
• Identify opportunities to enhance client environments and improve operational efficiency.
• Maintain accurate technical documentation and support records.
• Contribute to internal knowledge bases and documentation repositories.
• Share expertise with colleagues and support ongoing team development initiatives.
• Identify opportunities to improve workflows, tools, and service delivery processes.
• Stay current with emerging technologies and industry best practices.
• Leverage technology and automation to improve efficiency and service outcomes.
• Mentor and support junior engineers to strengthen team capability.
• Collaborate with colleagues on technical projects and service initiatives.
• Contribute positively to a collaborative, high-performing team culture.

Support Engineer jobs in Sri Lanka

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IT Support Engineer

Technical Business Analyst

L2 Support Engineer